Hamdan bin Mohammed approves results of 2024 Dubai Government Customer and Employee Happiness Indices, Mystery Shopper survey

His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE, and Chairman of The Executive Council of Dubai, has approved the 2024 results of the Dubai Government Customer and Employee Happiness Indices. His Highness besides released the findings of the Mystery Shopper survey.

The report, issued annually by the Dubai Government Excellence Programme (DGEP), portion of the General Secretariat of The Executive Council of Dubai, revealed that Dubai authorities entities achieved an mean lawsuit happiness standing of 93.8%, an worker happiness standing of 86.7%, and a Mystery Shopper people of 95.8%.

Commending the achievements, Sheikh Hamdan said: “Under the imaginativeness and guidance of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Dubai continues to acceptable caller planetary standards successful nationalist work excellence. These achievements are a testament to the dedication and thrust of our authorities teams, ensuring we conscionable and transcend the expectations of the radical we serve. This absorption has firmly positioned Dubai arsenic a planetary person successful innovative and customer-centric governance. The outstanding results successful 2024 are a testament to the spot of our committedness to continuous betterment and excellence successful work delivery.”

Recognising apical performers
His Highness directed the DGEP squad to proceed enhancing appraisal mechanisms by integrating lawsuit and worker feedback with organization evaluations, enhancing inclusivity and alignment with the categories of the Government Excellence model. The results volition beryllium unveiled astatine the Dubai Government Excellence Program grant ceremony. This attack ensures the achievements outlined successful the study service arsenic a instauration for continued progress, with nationalist insights shaping aboriginal advancements successful work delivery.

The apical performing authorities entities successful lawsuit happiness for 2024 were Mohammed Bin Rashid Housing Establishment (98.75%), followed by the Dubai Electricity and Water Authority (97.01%) and the Islamic Affairs and Charitable Activities Department (96.99%). In worker happiness, the highest-ranked entities were the Mohammed Bin Rashid Housing Establishment (96.7%), Awqaf Dubai (96.2%), and the General Directorate of Residency and Foreigners Affairs - Dubai (95.3%).

HH Sheikh Hamdan bin Mohammed said: “I congratulate the Mohammed Bin Rashid Housing Establishment for achieving the highest scores successful some the Customer and Employee Happiness Indices. The team’s quality to consistently fertile among the apical 3 for 3 consecutive years reflects its sustained committedness to delivering high-quality services portion fostering an situation wherever employees and customers consciousness valued. I besides congratulate the Dubai Electricity and Water Authority and Islamic Affairs and Charitable Activities Department for excelling successful lawsuit happiness, and Awqaf Dubai and the General Directorate of Residency and Foreign Affairs-Dubai for their outstanding show successful worker happiness. These accomplishments exemplify the values of excellence and work that specify the Government of Dubai.”

The 2024 Mystery Shopper survey, which recorded an mean happiness people of 95.8%, plays a cardinal relation successful assessing the prime of authorities services crossed aggregate touchpoints, including work centres, telephone centres, websites, and mobile applications. Its findings connection actionable insights that assistance thrust ongoing improvements and guarantee operational excellence crossed authorities entities.

The Government of Dubai Customer and Employee Happiness Indices were compiled utilizing an precocious online level that tracks and compares performance. This level provides in-depth insights, enabling authorities entities to place areas for betterment and strategically people efforts to heighten work quality.

The 2024 results people the 20th day of these surveys, celebrating 2 decades of accordant advancement successful enhancing governance and work delivery. Over this period, the findings from the 3 studies—Customer Happiness, Employee Happiness, and Mystery Shopping—have helped consolidate Dubai’s presumption arsenic a planetary person successful authorities excellence, showcasing its proactive and competitory attack to achieving world-class standards.

World-class services
His Excellency Abdulla Mohammed Al Basti, Secretary General of The Executive Council of Dubai, and Chairman of the Dubai Government Excellence Programme, said: “Serving and bringing happiness to radical is simply a apical precedence successful authorities work, arsenic reflected successful the affirmative impressions of citizens, residents, and visitors, positioning Dubai alongside starring planetary cities. In this epoch of data-driven decision-making, which represents the aboriginal wealthiness of governments, Dubai has pioneered the usage of precise insights to show engagement and heighten services. We stay committed to advancing the authorities ecosystem, enabling entities to excel successful delivering innovative, world-class services that transcend expectations portion strengthening the agility and resilience of the nationalist sector."
New areas of development

Dr. Hazza Khalfan Al Nuaimi, Excellence and Government Services Sector and Coordinator General of the DGEP, “The Customer Happiness Index, Employee Happiness Index, and Mystery Shopper survey achieved record-breaking results successful 2024, reflecting our unwavering committedness to continuous development. Moving forward, we volition leverage these insights to empower authorities entities to innovate further successful work transportation portion refining happiness measurement methodologies to integrate actionable feedback into organization practices. These efforts volition heighten performance, elevate restitution levels among customers and employees, and reenforce Dubai's presumption arsenic a planetary person successful excellence and nationalist services.”

Eman Al Suwaidi, Executive Director of Assessments and Studies astatine the General Secretariat of The Executive Council said: "By benchmarking our methodologies against planetary champion practices, we person prioritised the transportation of excellence and innovation successful the plan and behaviour of studies, ensuring precise insights into the perspectives of the Government of Dubai’s customers and employees. This attack empowers authorities entities to cultivate a affirmative enactment environment, present pioneering, world-class services, and make integrated and innovative experiences, advancing Dubai’s imaginativeness of becoming the world’s happiest city."

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